Returns & Refunds

WHAT IS THE RETURNS, EXCHANGE AND REFUNDS POLICY?

For hygiene reasons we will not exchange or refund Goods for change of mind.

CONSUMER GUARANTEES FOR FAULTY GOODS

If you believe an item is faulty, you may have rights to a remedy under the Consumer Guarantees Act. These rights must be exercised within a reasonable period of time. What is reasonable will depend on the nature of the goods, how the goods are likely to be used and the amount of use the goods could reasonably be expected to tolerate before the problem or fault became apparent.

If you believe a product is faulty, please contact our Customer Service team on 0800 100 137 or email cs_fairydown@hanes.com . It may be necessary for you to send us the product for assessment, in which case you will be issued with a return authorisation number which must be noted on your return. In certain circumstances, our Customer Service team will provide to you a reply paid address for you to return the goods to us at our cost.

When a product is damaged by misuse or abnormal use, Fairydown will not provide a refund, exchange or repair.

Fairydown manufacturer’s warranty

Fairydown also guarantees specified products in accordance with the Fairydown Manufacturer’s Warranty. This operates in addition to the rights you may have under the Consumer Guarantees Act.

CAN I RETURN AN ITEM TO A RETAIL STORE?

NO, goods can only be returned to us if purchased from fairydownnz.co.nz Fairydown goods purchased from retail stores need to be returned to the store from which those goods were purchased.

HOW CAN I RETURN FAULTY PRODUCTS?

Fairydown takes extreme care in ensuring our goods are of the highest quality. However, if you find a fault with one of our products we would like to help you resolve the problem. If a product is faulty, please contact our Customer Service team on 0800 100 137 or email cs_fairydown@hanes.com and they will advise and assist you with the returns process, including issuing you with a return authorisation number which must be noted on your return. Our Customer Service team will also provide to you a reply paid address for you to return the goods to us at our cost.

WHAT ARE MY OPTIONS WHEN I RETURN A FAULTY ITEM PURCHASED ONLINE?

Fairydown provides three returns options for faulty products:

Replacement

Credit to your Fairydown online account

Full refund to your account (e.g. credit card, PayPal etc)

HOW LONG WILL IT TAKE TO GET A REFUND?

Once your goods have been received by Fairydown, please allow up to 5 working days for your refund to be processed back to your account.

WHO GETS REFUNDED IF I RETURN A GIFT?

The refund will be credited to the original card or account used to purchase the gift.

Bedding Essentials

Fairydown Buying Guide

FairydownHeritage

Fairydown was founded in the Kaikorai Valley on the South Island of New Zealand in 1877. Fairydown has a strong connection to the New Zealand landscape, climate, and people.

Like the people of New Zealand, Fairydown has a pioneering spirit and proudly holds its head high on the global stage. Fairydown built its reputation for quality and durability by providing feather and down products that helped pioneering world explorers survive in the harshest cold climates on the planet, in places like the South Pole and mountains of Nepal.